From support provider to preferred IT partner
for Holiday Inn Birmingham Airport
After experiencing ongoing frustration with the unreliable service provided by their incumbent MSP, Holiday Inn Birmingham Airport (part of the IHG Group) turned to Moremicro for an IT support solution that could deliver the dedicated and rapid problem resolution they required.
Moremicro’s solution includes;
- providing technology solutions that facilitate a high level of customer experience for consumer and business customers
- minimising network downtime with fast, responsive remote and on-site IT support
- future proofing IT investment/ spend with expert consultation
- guiding the hotel on brand standards requirements for system service levels and customer expectation requirements.
Situated 2 minutes from Birmingham airport and the NEC, Holiday Inn Birmingham Airport is a busy 4* hotel that welcomes over 1600 guests per week. In addition to modern, well-equipped guestrooms the hotel is a popular conferencing destination with 14 meeting rooms, and a larger conference room seating 600 delegates. As a result, reliable systems and minimal downtime is a high priority for hotel management and duty staff.
Getting the foundations right
After taking over the property, the new management team was experiencing persistent network connectivity issues and sporadic Wi-Fi coverage. The systems issues were affecting the hotel’s operations and the team needed them resolved quickly. Disappointed with the level of service and vigilance provided by the current support provider, they wanted to try an alternative MSP. Moremicro was recommended.
“It’s extremely important to make sure we can deliver the quality of service required by our clients. We invest a lot of time in discovering what their exact requirements and expectations are” explains Sandeep Bhopal, Operations Manager, Moremicro. “We take a lot of pride in our work and are passionate about delivering the best solutions possible”.
Following a comprehensive audit of the hotel’s infrastructure, it was determined that some fundamental hardware changes were required to facilitate the security and functionality improvements recommended by Moremicro. “It is important our clients understand why they need to invest in appropriate IT systems” explains Sandeep. “For example, certain standards need to be met to ensure system security. Cutting corners isn’t an option”.
Educating customers on IT best practice is a core part of Moremicro’s ethos. So Sandeep and the team were careful to explain what needed to be replaced and why.
“The reliability and minimal downtime for us as a business has benefited us astronomically. The team at Moremicro are always there to help no matter what day or time and as a hospitality operator this is massive.” - Jamie Evans, General Manager, Holiday Inn Birmingham Airport
“Our experience with Moremicro has been remarkable. The transfer was seamless, and we were extremely impressed with risks and improvements they highlighted” Jordan Harrison, Finance Director
A valuable partner
Moremicro continued to demonstrate its value through regular reviews and responsive technical support. On one weekend when a till lost connectivity, an engineer was on site within two hours. Knowing the pressures of the hospitality industry, Moremicro felt it was important to help. Even though out-of-hours support wasn’t included in the existing contract.
The strength of the partnership grew and the Holiday Inn team turned to Moremicro to manage IT for their projects, including a large bedroom refurbishment. Whilst a new Wi-Fi infrastructure was installed, the project remained cost efficient as team utilised the existing network where possible.
Cost effective solution
Moremicro impressed the management team with their knowledge of the Group’s brand standards around the IHG Connect product – a measure of customer Wi-Fi experience and service quality. Moremicro’s knowledge of the brand standards ensured the right technology was used for system longevity. “Brand standards stated the service must meet Wi-Fi 6. Meaning that additional cabling had to be installed to get adequate Wi-Fi coverage across the newly refurbished rooms. Shortcuts would risk a drop in the hotel’s IHG score” explains Sandeep.
When upgrading the conferencing facilities, Moremicro suggested a cost-effective solution that would solve a long-standing device streaming problem. The recommended solution would allow meeting attendees to cast from multiple devices (laptops, tablets and mobile phones) instead of just one laptop. Holiday Inn immediately requested one for every meeting room.
“While the value is easy to quantify commercially, Moremicro truly excels in their responsiveness and friendly service. They’ve also supported us in transitioning to a cloud environment with Oracle, upgrading on-premises solutions for better security and reliability and implementing digital signage solutions for our meeting areas” says Jordan. “They’re always more than willing to assist with any digital need”.
“They certainly stand out for their proactive approach in keeping our IT infrastructure secure, up-to-date, and ensuring we're informed of any emerging changes in the IT space. It’s a refreshing change” General Manager, Jamie Evans.
Staying ahead of the technology curve
The Holiday Inn know that staying on top of rapidly evolving technology trends is one of their biggest challenges. Utilising advancing technology appropriately is something Jordan credits to Moremicro. “As a hotel, we are at the forefront of tech trends solely down to advice we receive from Moremicro. They’ve been the shining light in introducing us to new technologies and finding the best fit solution for whatever innovation we have planned for our business.”
The hotel’s focus is firmly on staying ahead in digitisation. They are looking towards self-service technologies and leveraging AI to boost efficiency. Jamie explains; “Moremicro has already played a key role in our early efforts and will remain a trusted partner as we continue to innovate”.
What would Holiday Inn recommend for businesses looking to outsource their IT?
“My advice would be to thoroughly evaluate potential IT service providers and prioritise those that offer comprehensive support and demonstrable cost savings. Moremicro have proven to be a valuable partner in this regard” advises Jordan.
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